Vendor Details

Freshworks

www.freshchat.io

Founded 2011

United States

About Freshchat

Freshchat is a modern messaging software built for sales and customer engagement teams to talk to prospects and customers on the website, mobile app, or social pages. A leap from legacy live-chat, Freshchat helps businesses and its teams focus on a continuous and context-driven messaging experience. With features like campaigns, sales bot, integrated self-service, and intelligent message routing, expectations are set and met, and responses to visitors questions are smarter and faster.

Pros: Switching to Freshchat for the customer support in our foundation proved to be a successful decision. Unlike competitors like Zendes our agents won't need to be online all the time. A customer asks something, the bot gathers relevant information such as name, phone and e-mail and once one of our agents is online they reply to the chat. The customer will be notified by e-mail or pushnotification. The customer can even leave our website due to this e-mail notification. As we work with volunteers we can never guarantee to be online all day but now with Freshchat we won't miss a chat anymore!

Cons: We would like a feature to export a conversation into a Freshdesk ticket for future follow up or to convert them into a KB item

Overall: cost effective and being online for our customers 24/7

Tried on our website, did not work, no support.

Oct 27, 2017

Aaron Symons

Director

DODA

Reviewer Source

Source: Capterra

1/5

Overall

2
/
5

Ease of Use

1
/
5

Features & Functionality

1
/
5

Customer Support

1
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: Looked nice.. that's about it.

Cons: Did not work properly. When we logged out, it kept saying that there was a team member online and it would reply in under 2 minutes.

The support told me to check my settings, still didn't work.

Sound notifications were not working, the support staff said 'check your computer is not muted' - what? Is this a phone company telling me to check my router is plugged in?

BUYER BEWARE - what a joke.

Overall: None, just a waste of my time.

A refreshing new product in chat industry but limited features!

Sep 12, 2017

Shikhil Sharma

CEO

Czar Securities

Computer Software, 1-10 employees

Used the software for: 6-12 months

Reviewer Source

Source: Capterra

4/5

Overall

5
/
5

Ease of Use

3
/
5

Features & Functionality

5
/
5

Customer Support

3
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: Just like any other Freshdesk product, Freshchat is a refreshing new addition. We gave it a spin for few days as the free trial is a full feature one. The backend dashboard is very easy to use and you can customize the chat widget. The chat widget UI is clean and attractive. Overall, the limited features that it offers are done right.

Cons: Limited number of features. Even the full feature version has less features as compared to other providers. From email communications, I believe Freshchat people are adding more features in upcoming releases. Other similar tools like Resend.io or Tawk.to give many more features in free versions.

Overall: - Great interface for end customers
- Limited features, but done right
- Free trial available with full features to test
- Great customer support
- The backend dashboard UI is good

Good tool when getting started

Feb 09, 2017

Jessica Peters

Looq

Source: Capterra

4/5

Overall

3
/
5

Ease of Use

2
/
5

Features & Functionality

3
/
5

Customer Support

5
/
5

Value for Money

Comments: They have a free plan which is pretty good but keep in mind, if you are chatting with customers at scale, their feature set is very limited. I would definitely keep them in mind because their products do mature quickly but at this time, they don't have the number one product on the market. But it is free so it is a great start.

Awesome Product!

Feb 08, 2017

Karthik Nagarajan

Unleash

Source: Capterra

5/5

Overall

5
/
5

Ease of Use

5
/
5

Features & Functionality

5
/
5

Customer Support

5
/
5

Value for Money

Comments: Smooth sailing all the way! we have been using freshchat since their beta days and we have never encountered a problem till date. Its easy to use and integration was super simple!

Easy to use chat

Feb 07, 2017

Kevin Partner

MakingYourOwnCandles

Source: Capterra

4/5

Overall

4
/
5

Ease of Use

3
/
5

Features & Functionality

4
/
5

Customer Support

5
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: Easy to use
Low cost
Nice design

Cons: Can't set out of hours
No mobile app

Overall: An easy and effective way to add chat facility to your online shop or website. Dealing with customers is simple enough, with an easy to use interface for both sides and the facility for customers to leave out of hours messages. My only gripe is that there's no way to set office hours so the icon could switch automatically to the "leave a message" version when we close for the day.

Nice product

Feb 07, 2017

Albert Zoli

ImportDirect

Source: Capterra

4/5

Overall

4
/
5

Ease of Use

4
/
5

Features & Functionality

Comments: To this time it serves our needs well. Didn't have any problems with it since we are using it. It is a nice product.

great and simple tool

Jan 31, 2017

Ines Robertson

CEO

Pocketik

Events Services, 1-10 employees

Used the software for: Less than 6 months

Source: Capterra

3/5

Overall

4
/
5

Ease of Use

3
/
5

Features & Functionality

1
/
5

Customer Support

5
/
5

Value for Money

Likelihood to Recommend:Not LikelyExtremely Likely

Pros: The tool is pretty simple and easy to understand

Cons: I found a couple of issues and I had some questions but i didn't get any answer from customer support.
I would display and arrange the chats windows in a different way for
operators
Is not clear the difference between visitors and prospects. Some typical help messages on the sections could help a lot.
I would offer to users the chance to close the chat because some times is really annoying

Overall: I found a couple of issues and I had some questions but i didn't get any answer from customer support.
The tool is pretty simple and easy to understand
I would display and arrange the chats windows in a different way for
operators
Is not clear the difference between visitors and prospects. Some typical help messages on the sections could help a lot.
I would offer to users the chance to close the chat because some times is really annoying

Recommendations to other buyers: Mentioned above

Really interesting service

Jan 26, 2017

Pekka Lähdes

iDiD Digital Signage

Source: Capterra

3/5

Overall

4
/
5

Ease of Use

4
/
5

Features & Functionality

4
/
5

Customer Support

4
/
5

Value for Money

Comments: We've been using other Fresh* -products for a couple of years. Freshchat has not yet been implemented/in use, but our experience with Freshsales/Freshdesk is so good, that I can recommend this product as well